FAQ

FAQ

Before checkout, you can edit the quantity of the items in your shopping cart by clicking the Up button to increase the number of items or the Down button to decrease the number of items. These are located directly to the right of the number in the Quantity column next to each product on your Cart page. To remove an item completely, just click the red "x".

Then click the Update Cart button at the bottom right corner.

Can I Change the Address on an Order I Placed?

If you made an error with your name, street address, city, state or zip code on an order you recently placed, just send us a request to change it and make sure to include the Order Number and the full and correct Shipping Address. We'll do our absolute best to make the change before the order ships!

Typically it will take approximately 10-14 Business Days (M-F) from time the order is placed until you have it in hand. These items are custom made once we receive the order and each requires a process of pre-treatment, drying, printing the graphic, packaging and then shipping. They aren't pre-made and ready to ship, which is why they take a little longer :)

Shipping times may also vary depending on demand and our backlogs.

However You will receive an email with tracking information when it is shipped. You can also check through the order status page.

Tracking numbers are issued by a shipper and then updated during the process. If a tracking number is issued, then the shipping label has been printed and prepared for pick-up. How frequently the information is updated depends on the carrier (usually USPS, UPS or DHL). Please allow 24 – 48 hours after you receive the tracking email to accurately show the transit information of your order.

If you are still not seeing anything or if the number cannot be found after this 48 hours from the time you get the shipping confirmation email, please contact us here so we can research the situation.

Once an order is placed we are unable to make changes to it. However, what we CAN DO is cancel and refund the existing order* so you can then place a new order. It is always best just to place another order if you need to add another item or make any modifications.

*If you need to cancel completely or change an item, please know that we can do this if it’s within an 8 hour window from the time you placed the order. We will do our best to catch these within 8 hours but most times items enter into production quickly and we cannot catch them in time OR before non-apparel items ship.

When emailing in to cancel your order write CANCEL ORDER in subject line and send to us at orders@aidpets.org

If you have a shopping account, and have placed each order while logged into your account, you will be able to see all of your previous orders in your Order History.

If you have an account but placed an order while not logged in, it will have been placed as a Guest and will not appear in your Order History.

If you have placed your orders as a Guest, but would like to create an account or link them to an existing account, you can do so and contact us here to request that all your orders be linked to your account.

We are glad you asked while we are not a 5013C charity organization, we are simply a privately owned company which chooses to donate out of our profits to a cause that we firmly believe in.We are a proud supporter of Local Shelters and Rescues Nationwide & aspca.org where funds donated are used to help the various shelters in need. The Good News is that for every single purchase you make - We Guarantee to show you exactly where, how and whom you made an impact on within 7 business days. So whenever you shop you personally receive updates of the pet(s) you helped and how much impact you've made.

So glad you asked! We could not have done any of this with out you! EVERY dog and cat matters and 20% of profit from EVERY purchase supports an important cause and makes a difference. From all of us at Aidpets - THANK YOU!!

In addition, Aidpets is also looking to fund other charity projects including clean water wells, school build projects, and anti-human trafficking efforts!

aidpets.org is a for purpose, for profit company. In order to raise real money for the causes we care about, we have to invest quite a bit in marketing - this helps us reach more people which allows us to raise more money for the causes close to our heart. In that, we have found that by reaching more passionate people (like yourself) who care about important issues, we are able to raise more money and make a bigger impact. As we strive in reaching more people, we certainly reassess programs to be able to contribute more for the greatest impact possible.

Once you've fulfilled all the above-mentioned password requirements, you can confirm your account!

Note: You do not need an account to place an order - you can check out as a Guest. But creating an account and placing your orders while logged into your account, will enable you to keep track of your orders in your Order History.

You can change the email address on your Account when you are logged in. However, please know that you can not change the Account Nickname. You can use either the email or the nickname as the username to log in.

If you want to Unsubscribe, you can do so by scrolling all the way down to the bottom of the last email you received and clicking the "Unsubscribe" link. Or just click here.

This only affects news article updates and marketing emails with new products, etc. You will still be able to place orders, and you will still receive your confirmation email and shipping notification email when you place an order.

To change the billing address, shipping address, or phone number on your account, sign into your account by clicking on the "Account" button on the top right corner of the website page. Then click on "Addresses" - here you'll be able to edit the billing and shipping address information on file, including the phone number.

How Can I Unsubscribe From Receiving Newsletters?

If you no longer want to receive emails, you can Unsubscribe by entering your email here.

This only affects news article updates and marketing emails with new products, etc. You will still be able to place orders, and you will still receive your confirmation email and shipping notification email when you place an order.

Aidpets is 100% committed to your satisfaction. Every item is unique and custom made for you so we want you to love your item and we will work with you until you are satisfied! If you're not completely satisfied, let us know within 90 days of purchase and we will work with you to make it right :) Your donation is still happening - no matter what. That is our commitment to you and to the animals in need.

Aidpets is 100% committed to your satisfaction. We want you to love your purchase! If you're not completely satisfied, let us know within 90 days of purchase and we will work with you to make it right :) Your donation is still happening - no matter what. That is our commitment to you and to the animals in need.

Due to the nature of the product being 100% custom we are unable to refund an order that has processed and shipped. The items are of your animal and we are unable to resell, donate or do anything with an item that is returned. But We Will work with you to Make things right.

Every merchant is different. If you place an order with aidpets.org, your credit card or PayPal account is charged at the time the order is placed.

In adherence to the Federal Trade Commission and the Mail, Internet, or Telephone Order Merchandise Rule we are required by law to ship your order within 30 days of the day the order was placed (or provide a refund) - although 99% of the time we ship it much much sooner than that! :)

International Orders (shipping outside the USA) should be received within 4- 6 weeks from the time the order is placed.

If for some reason your order is delayed, we do our best to let you know the cause right away! If you feel you should have received your order by now but haven't, please let us know! Shoot us an email here and our Customer Service Team will look into it ASAP!

FTC RULE SUMMARY:

The Mail, Internet, or Telephone Order Merchandise Rule, issued in 1975, requires sellers who solicit buyers to order merchandise through the mail, via the Internet, or by phone to have a reasonable basis to expect that the sellers can ship within the advertised time frame, or, if no time frame is specified, within 30 days. The Rule also requires that, when a seller cannot ship within the promised time, the seller must obtain the buyer’s consent to a delay in shipping or refund payment for the unshipped merchandise.

Tracking numbers are emailed out to you when your order ships! You may receive more than one email and tracking number if your order is coming from more than one place. Your order confirmation email will show all this info. If you did not receive a confirmation email, please check your spam folder as it can sometimes get filed there. If you still don't see it, feel free to contact us here for info.

If your screen freezes when you try and place your order, or if your screen goes gray or blank, or an error message appears, this can be happening for a lot of benign reasons, and is an issue with your device and not with the website itself. We are so sorry you are having a problem! We definitely understand how frustrating this is and want to provide you with a few things to try and help:

Always check your computer cables

An easy first step is to double-check all related cables to make sure they're properly connected.

Make sure your software is up-to-date

A computer locking up or freezing is often is caused by software related issues. Make sure you have all the latest updates for all running programs. You can find the latest updates for your software through the software developer or publisher.

Check your Internet connection

If there's a problem, restart your modem. Find your modem and router (if you have one) and remove the power cables from the back of each. Wait at least thirty seconds and then plug the power cable for the modem back in. Wait until the modem has finished powering on and connecting. If the problem, persists, contact your Internet provider for help.

Close programs not being used

Each window you open on your computer takes some of the computer's resources to keep it running. If you have too many programs open at one time, your computer may be low on resources, and as a result, is freezing. Try only running one program at a time to make sure your freezing is not being caused by multiple programs running at the same time.

Give the computer some time

Wait. Give the computer a few minutes to process. Sometimes a computer may appear to be frozen or blank, but it is just slow or busy processing a complex task (like placing an order!).

Close and re-open the application in use

This is a fancy way of saying close the page you are on and open a new page to try again! If it still doesn't work, try opening the page in a different browser. Every computer/internet connection/browser/website combination is different and what works for one customer may not work for another. Sometimes it just takes a little trial and error to find what works!

Clear your cache

Your browser's cache, (pronounced "cash"), is a collection of web pages that is stored on your hard drive or phone storage. Having a local copy of a web page makes for very quick loading on your next visit because your computer or handheld device doesn't have to download from the internet all of that same information again. You may want to clear your cache if you are seeing an error message of some kind as this is sometimes an indication that your browser's cache is corrupted. Clearing your cache forces your browser to retrieve the newest copy available from the website. In most browsers, you can clear the cache from the Privacy or History area in the Settings or Options menu.

Reset your clock

Sometimes the biggest problems have the easiest fixes. If you're seeing an error message regarding a problem with the "website’s security certificate", the problem is probably with your computer. Website security certificates sync up with your computer’s internal clock. Old computers in particular run the risk of having a dead CMOS battery—the watch battery in your computer that keeps its system clock ticking. Click the clock in the system tray and select Change date and time settings to correct the issue.

Reboot

It may seem like a simple suggestion, but rebooting your computer will fix many of the problems you may be having. Press the Power button or use the Shut Down command to safely turn the computer off. To reboot a frozen computer, press and hold down the power button until the computer turns off. Once the computer is off, wait thirty seconds, then turn the computer back on and let it start as normal.

Sometimes a customer may have trouble either opening or viewing one of our emails. The images in the email may appear distorted or way too large for the screen. The reason for this is due to the specific formatting of the html code in the marketing email but is really only determinable on a case-by-case basis.

We want to make our emails easy to view for everyone on every type of platform/device combination! If you want to help us out, you can send us a ticket by clicking here and telling us what kind of problem you are having when you open your email and make sure to include the information below:

1) What device are you using (ipad, computer, phone, etc.)?

2) What browser are you using (Google Chrome, Firefox, Safari, Internet Explorer, etc.)?

3) What email program are you using (Hotmail, Gmail, Aol Mail, etc.)?

Finally, if you are able to attach a screenshot or photo of the screen you are seeing when the error occurs, that would be very useful as well! Many thanks

We do have an Address Verification System put in place for the customer's protection that requires the billing address to match exactly the address that appears on the credit card statement.

Most customers that have been unable to get their order placed with their credit card or debit card have actually been able to place their order successfully using their credit card information through PayPal (without creating a PayPal account), as PayPal is slightly more lenient when it comes to this particular billing issue - so if you haven't tried this yet, please do! The PayPal option is directly below the Credit Card option on the checkout page.

1 - You might not have an account. You may have placed an order or Subscribed to our email list, but that does not necessarily mean that you have a shopping account unless you specifically created one.

2 - You may already be logged into your account. Sometimes your browser doesn't clear it's history and you will still be logged in from your last session. If you're already logged in, it won't let you log in again.

3 - You may be entering your email address or password incorrectly. Make sure to double check the spelling of the password you are entering! If you have forgotten your password, you can click here to reset your password.

We are an online shop, so we do not have any physical store locations. We do, however, ship to many countries all over the world! Just select your country from the drop-down menu when entering your Shipping Address information during checkout. Please note that all prices are listed in U.S. Dollars. Additional customs fees may apply to International orders.